Amazon Logistics Damaged Parcel: How to Get a Refund (UK)
If your parcel arrived damaged or the contents are broken with a Amazon Logistics delivery, you have rights as a UK consumer. Section 9 and Section 20 of the Consumer Rights Act 2015 give you 30 days to reject damaged goods for a full refund. The retailer is responsible. Amazon is both retailer and courier on its own deliveries. For third-party sellers, the A-to-Z Guarantee covers you. Use this page to check what to do next, the Amazon Logistics claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on Amazon Logistics's website before relying on them.
How to claim a refund
- 1
Photograph the parcel from all sides before you fully unpack it. Capture damage to the outer box and the contents in the same shots.
- 2
Keep all packaging until the claim is closed. Amazon Logistics or the retailer may ask for it as evidence.
- 3
Contact the retailer in writing within 30 days. Quote Section 9 and Section 20 of the Consumer Rights Act 2015 — you can reject damaged goods for a full refund.
- 4
Send the photos and video evidence. Make clear whether you want a full refund, replacement, or partial refund.
- 5
Ask the retailer to claim from Amazon Logistics via Amazon's customer service chat and the A-to-Z Guarantee form. Amazon Logistics's damage window is 30 days after the maximum estimated delivery date (90 days for third-party A-to-Z claims; verify on Amazon).
- 6
If the retailer refuses, use Section 75 (credit card over £100) or chargeback (within 120 days). Postal escalation: Section 75 (credit card over £100) or chargeback if Amazon refuses; trading standards as a last resort.
Amazon Logistics compensation and escalation
- Claim window
- 30 days after the maximum estimated delivery date (90 days for third-party A-to-Z claims; verify on Amazon)
- How to claim
- Amazon's customer service chat and the A-to-Z Guarantee form
- Escalation
- Section 75 (credit card over £100) or chargeback if Amazon refuses; trading standards as a last resort
Frequently asked questions
Should I claim from Amazon Logistics or the retailer?
Claim from the retailer. Amazon is both retailer and courier on its own deliveries. For third-party sellers, the A-to-Z Guarantee covers you. Asking Amazon Logistics directly will usually fail because your contract is with the retailer.
What is Amazon Logistics's claim window for this issue?
30 days after the maximum estimated delivery date (90 days for third-party A-to-Z claims; verify on Amazon). Always check the current terms on Amazon Logistics's own website before relying on a deadline.
What if the retailer refuses to refund?
If your order was over £100 and paid by credit card, file a Section 75 claim with your card issuer. For debit card or smaller amounts, request a chargeback within 120 days. You can also escalate via Section 75 (credit card over £100) or chargeback if Amazon refuses; trading standards as a last resort.
Do I need to keep the damaged Amazon Logistics packaging?
Yes. The retailer or Amazon Logistics can require photos of the original packaging as part of the claim. Throwing it away can void the claim.
Can I ask for a full refund or only a replacement?
If the goods are damaged on arrival, Section 20 of the Consumer Rights Act 2015 gives you a short-term right to reject and a full refund within 30 days. After that, you can ask for repair or replacement.